Healthcare Customer Service Representative

Perlmutter Eye Center & Perlmutter Dermatology•Albany, NY

2d•$19 - $21

About The Position

The Patient Access Specialist serves as the primary telephone contact for patients and helps create a positive first impression of the practice. The role manages high call volumes, schedules appointments, and responds to patient inquiries professionally and efficiently. Although primarily phone-based, the specialist is cross-trained in front desk functions to support patient flow and operational needs. The position is based in Albany and may require coverage at the practice’s Albany, Clifton Park, and Troy offices during the workday.

Requirements

High school diploma or equivalent.
Excellent interpersonal, verbal, and written communication skills.
Ability to manage multiple tasks efficiently and accurately.
Experience in customer service, either over the phone or in person.
Flexibility to travel between the Albany, Clifton Park, and Troy office locations during the workday.

Nice To Haves

Previous experience in a medical setting; ophthalmology experience is a plus.
Proficiency with EHR systems; experience with ModMed is a plus.
Knowledge of medical terminology, especially related to eye care.
Bilingual skills in Spanish or other languages.

Responsibilities

Answer incoming calls promptly and professionally, identify and prioritize emergencies, and return voicemails in a timely manner.
Respond to patient questions about appointments, billing, and procedures.
Provide general information about services, providers, office policies, and appointment preparation.
Triage calls and route tasks to clinical or administrative staff as appropriate.
Maintain a high call-answering rate and contact waitlisted patients to fill open appointment slots.
Schedule, reschedule, and cancel patient appointments accurately.
Schedule appointments for referred patients and coordinate details with referring offices using the referral spreadsheet.
Enter patient information accurately in EHR and scheduling systems and review and update patient charts.
Make appointment confirmation calls and conduct follow-up communications.
Address patient concerns empathetically and escalate them when appropriate.
Greet and check in patients professionally and ensure patient tracking in waiting areas.
Collect complete patient demographics when booking and verify information during check-in.
Verify insurance coverage and obtain prior authorizations or referrals as needed.
Coordinate with clinical staff to support smooth patient flow and minimize wait times.
Prepare, scan, and upload medical documents and manage documentation and scanning tasks.
Maintain a clean, organized, and sanitized front desk and waiting area, including end-of-day cleaning.
Follow HIPAA guidelines and protect patient confidentiality.